Customer Experience Officer Alturki Holding

Main Job Purpose Enhancing the overall customer journey by combining frontline support with a strong focus on back-office operations, reporting, and performance analysis. This role ensures service excellence through data-driven insights, process improvements, and efficient handling of customer interactions and internal workflows. Improve all aspects of the customer journey in a region, ensuring satisfaction and loyalty throughout the customer lifecycle. Improve Incremental Sales, drives revenue growth through promoting value-added products that meet customers requirements and maintaining a pleasant journey He/she will understand the impact of creating customer experience and, therefore, the bottom line, playing one of the most vital roles in the Company. Accountabilities Back-Office Operations & Reporting (Primary Focus ~60%) Prepare daily, weekly, and monthly customer experience reports (SES, Ancillary sales analyses, complaint trends). Analyze customer feedback data to identify patterns, recurring issues, and improvement opportunities. Coordinate with internal departments (fleet, operation, customer service) to resolve systemic issues. Monitor filed reporting through SIXT book and produce exception reports. Document and improve standard operating procedures (SOPs) for customer service processes. Audit customer interactions and transactions to ensure quality and compliance. Support automation initiatives (CRM tools, reporting systems). Handle escalated cases requiring investigation and detailed follow-up. Maintain accurate records of complaints, resolutions, and corrective actions. Customer Interaction & Support (~40%) On-hand training and monitoring at counters for SIXT customer service standards and ancillary sales improvement. Resolve complaints efficiently while maintaining high service standards. Analyzing customer feedback and data to identify improvement opportunities. Escalate complex cases to relevant departments when needed. Follow up with customers to ensure satisfaction and closure of issues. Uphold SIXT brand standards in all customer communications.